Survey
When clicking the link to take the suvey's non administrators are getting "User does not have sufficient privilege."
Technician Time and Costs
Hi, I was hoping to get an understanding on where the technicians time and costs are calculated? I understand that any work log information added to an Incident or request is then added, but what about Problem, Project, and Tasks? are these added into the overall cost when reporting? Thanks
API Key - Technician Generation
Is there a way to prevent a technician from being able to generate their own API key?
When clicking on a report, page doesn't scroll up automatically?
I am not sure if this is a bug but when I am in the report module and I scroll through the folders and click on a report I want it executes the report but it don't automatically bring me to the top of the page to see the report, I have to manually scroll up to see the report. This is confusing a lot of end users as when they click on a report, they expect something to happen but they call the helpdesk saying all they see is a blank page. Also if it's a big report that has to be generated, the users
Technician has Requester View only - Reset is not helping
Dear All We have an issue with a Technician. His view is reset to a Requester view. By checking it, he is still assigned as Technicial but the Domain field is empty. We change it and save it, but again its empty. So, we deleted the account and reimported from AD, assigned is as Tchnician, Admin and the other necessery access. When he tried to create his Signature, an error been displayed stating a Database issue. And then everything whent back to their previous state (Requester View, Domain emtpy).
Email Command for Service Category field
Hi, I want to set service category field with @@Service Category=Hardware Support@@ string, but it doesn't work. I think SDP not support this parameter. Please add it in next release. Thanks
python integration with SVD
Hello, I have installed the latest python (3.6) on ServiceDesk server (windows 2008 r2 x64). Microsoft Windows [Version 6.1.7601] Copyright (c) 2009 Microsoft Corporation. All rights reserved. C:\Users\Administrator>py Python 3.6.0 (v3.6.0:41df79263a11, Dec 23 2016, 07:18:10) [MSC v.1900 32 bit tel)] on win32 Type "help", "copyright", "credits" or "license" for more information. >>> However when I try to execute a python script from Custom trigger (py RequestSharing $COMPLETE_JSON_FILE) I receive
IOS and android push notifications not working in 9307
Hello, I cannot get any push notifications to work in 9307 on windows sever 2012r2 using mssql.
Domain Filtering during Login not working properly
Support, I've noticed an issue where if "Allow dynamic user addition when the user is not imported in the application" is enabled, "Allow Domain Filtering during Login" does not work. When I have my settings set as the following When I put a username into the login, it does not populate the domain When I turn off "Allow dynamic user addition when the user is not imported in the application" the domain name will then populate based on the user account This does not seem like it is working properly.
Create a change advisement
Hey yall, We have manage engine now and I have zero time to look over the, albeit very well written, documentation to figure this out. I'm wanting to create a change management form that needs zero approvals. The idea is that when a change is made on the fly, say a website whitelisted or blacklisted, the tech can go into this change advisement template, put in the associated information, and they are done. How would i accomplish this? Thanks.
When a new version 9309 is released?
Hi, When a new version (Build 9309) is released? Thanks
Asset and Software Reports
Hi Is it possible for SDP to generate reports for: Computers by Age Soon to expire Warranty Expired Warranty Software Product Keys Software License Compliance Software Licenses to be Renewed Regards inamuddle
How do i set IP address and Hostname to be sent in the auto generated ticket.
Hi Team, I am using servicedesk plus 9.2 version ticketing tool. when network or Server gets down ticket is generated with hostname of that network or server device but not IP addess. so i would like to know is it possible in SD Plus 9.2 to configure in such way that when network device is down auto ticket needs to be generated with Host name and IP addres. Request you to please let me know. Regards, Krushna
Ghost Technician
I have an old technician that used to be in the system but is no longer there. I have gone into the Technician field and it still shows him as an assignable resource. All new tickets are assigning them to him but he is not there. How do I get rid of that person.
How to change database from POSTGRESQL to MySQL
Assign service request to support group irrespective site of requester
Hi, We have multi site that's SITE A and SITE B. SITE A include these support group: Infrastructure Servicedesk ERP BPMS and SITE B include only this support group: Servicedesk SITE A manage whole request of organization except some easy incident that resolved by a technician (That member of ServiceDesk support group in SITE B) SITE B. I want to create service catalog template. In this template I want to define support group that related to every service request but because of I don't known which
Can't get email notifications working due to cert error...
After all this time using this support desk I still get this cert error every time any email change is made. Really wish this would get fixed or clear instructions could be posted somewhere. This is for a new instance of manage engine. Running on a headless Ubuntu Server. Can someone help me get email notifications working?
gencert.bat not working ubuntu
Hey everyone, I've been trying to get the self cert going according to http://kbase.zohocorp.com/kbase/ServiceDeskPlus/TroubleShooting/file_100004.html but it doesn't work. the only instructions i can find are all for windows, though servicedesk is supposed to be supported on linux. furthermore when i try to execute cert.jar in the lib folder i get "Failed to load Main-Class manifest attribute from cert.jar" so initial problem is that i can't get the email going using any of the protocols. i
First Time Response in business hours
Good afternoon, I am considering migrating to servicedesk plus due to the possibility of setting up business hours, but I have not found a report that can inform me the average time of the first response and close time, based on business hours. Is there such a report? Is it possible to develop one?
Mail fetching with IMAPs not working, Exception while trying to open folder. A3 NO Server Unavailable. 15
ServiceDesk Plus 9.3 Build 9308 on Windows 2012 R2 External MSSQL Database Exchange 2013 Version 15.0 (Build 913.22) Same network (no firewall) Can telnet to all ports without issues Can send mail via telnet (but sending is not the issue) System Log Message: Exception while trying to open folder. Probable Cause: A3 NO Server Unavailable. 15 now new errors appeared: System Log Message: Exception while connecting to store. Probable Cause: Connection refused: connect We have tried everything! almost
Status - Business Rule and SMS/Email templates
I could really use Request Status as a triggered field on business rules I also really could use Request Status as one of the variables for the SMS and Email templates found on the business rules. I have been asked to generate emails and SMS updates for Priority 1 tickets. The lack of Request status as a content variable on the email / sms templates as well as request status not being listed as a field a business rule can trigger on is making this very problematic. Thanks for your consideration
ServiceDesk Plus Frequent Crashes/Unresponsiveness with latest upgrade.
We've experienced this issue with prior upgrades and support has requested we send logs each time which we've done. I do not believe anything has been done to address the issue but we sorely need it corrected for our users. Version 9.3 Build 9308.
Problem with the Servicedesk+ App for IPhone and Android.
Hello together We have a Problem with the Servicedesk+ App for IPhone and Android. The Problem is that we can only opening our Incidents but not our Tasks and approval. On my IPhone i have the following Error Message: Request failed unauthorized (401) On the Android Phone we become only a message with ERROR. I have Admin rights in Servicedesk+. What can we do to solve the problem? Thank you and kind regards
X-msg: Non-secure form (Approval)
Just started receiving messages from users whom are attempting to approve a request. They are able to open the approval link but are unable to save their action. We do have a https redirect configured through our load balancer so all http links get re-routed as https. Tried using incognito mode and safari/chrome to test but receive similar error messages. SD 9302 Enterprise MS SQL ------------------------- Ottawa - Canada
How to hide 2 HTML elements in Request form?
Dears, We are facing an internal security concern that requests us to hide the 2 HTML elements highlighted below from all the forms. We would need those tags to be removed from all pages where they exist. How can we achieve this? Thanks in advance for your support. Thanks, JS
Modify Change Control ID
Is there a way to change the Change Control ID to start at a specific number? I found the way for Requests but not for Changes. MSSQL http://kbase.servicedeskplusmsp.com/faq/requests/i-want-all-requests-in-my-application-to-start-from-request-id-19001-instead-of-default-request-ids-assigned-by-servicedesk-plus-msp-how-do-i-change-the-request-id-number.html
Assign Error
Hello, After upgrading to 9300 we are facing some issues in ME SD plus. Now not showing the default request portion in Incident template field. And now we cannot assign technician from inside a request. Can you help me to resolve this issue. Thanks and regards, Haris.
KB Query Report
Dears , i Need a Query Report showing all KB installed on All Assests , I am Using Latest Version & MSSQL 2008. Thank You
Help with Field dependencies on Incident templates.
Hi, hope someone can help me. I've created an additional Incident field which has a list of 4 values. I've created a test template which includes this additional field: What I'm trying to do is set a dependancy so that the contents of this list changes depending on the choices made in the Subcategory and Item fields I've been reading up on this, and it seems to be possible by executing a script on load. I'm following "Case 1" on the following page - https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/field-form-rules-usecases.html
Set all fields required for resolution on resolution
For systems with large numbers of incoming tickets it would be extremely valuable if there was a way to "bulk resolve" a set of tickets (e.g. automated alerts). We can currently bulk close from the requests page but that requires all mandatory fields to be set so it's basically pointless. Two potential workflows I'd suggest: 1. If you bulk close tickets which require fields to be set then a screen pops up with those fields on it and forces you to set them to close the ticket 2. New bulk resolve option
Search Option for Requesters
Good day, The Technicians has the possibility to do searches into the Requests: Technician View The question is: ¿Is it possible to activate this Search feature for Requesters? (in order to enable the requesters to search into their requests) Thank you.
The request was rejected by the http filter
Hi, We are facing an issue when some users (not all) try to create a new request. When they click on 'save' they get the error message 'The request was rejected by the http filter. contact the server administrator'. Then we tested the same from the server using the same requester login and it was successful. I reviewed the serverout0.txt and found the error with the message 'The timeout may have occurred due to internet congestion'. We determined that the error is due to the internet connection.
Email Notification not send after creating new request
Hi, I am creating request in service desk plus 9.3 Build 9302 with postgre data base. It was working before fine but i restart the server after that it stop sending notifications. My outgoing server settings smarthost , smtp and port 25. Request create in service desk but couldnt send notification to technisions. Thanks Fariha
Error message
Hey The attached has just started to appear at the bottom of all incidents... Any idea?
Uninstalling service packs
Hello! How we can uninstall service packs? Uninstall button in updatemanager.bat script is not working. After some updates we want return to previos build.
Can Requesters Close their Own Tickets
When a user opens up a service ticket, is there an option which I can set that will allow the requester to close their own ticket? In the case that they resolve the issue on their own it would be nice if they choose to close their ticket. Thanks
Auto Login
Not sure what happen to the auto login feature. I would like this fix. Requester are seeing this. Version: 9308
Prevent completing implementation phase when tasks are to be done
In the Change Control Module, is there a way to prevent users from clicking Complete during the implementation phase when there are tasks to be completed yet?
Error from SMS notification Settings
Dear Team, Please note that I am getting an error from Google Chrome when clicked on SMS Notification Settings from Admin panel. I have tried restarting the services and clearing the cache from the browser. Error: The page you requested does not exist. Help! =Shaheed=
Report showing Business rules activity
Is there a way to report on the activity of business rules? As we automate and set up business rules, we want to track all tickets for the previous months, and which one has a business rule modify them. If possible, it would be great to identify which business rule triggered. We are using the latest version of ServiceDesk with MSSQL database. Thank you.
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